Scheme Rules and Targets

Scheme Rules and Targets

We meet regularly with our customers to better understand how our services can meet their water needs.

Based on this consultation, Sunwater has developed water supply arrangements to deliver water as efficiently as possible for customers in each of our water supply schemes. We publish these water supply arrangements and report to customers against the agreed Service Targets.

Water supply arrangements and service targets

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	Service Target	Applicable schemes	Target	Target exceptions
Planned shutdowns – notification	For shutdowns planned to exceed 2 weeks	All	8 weeks	6 months – Mareeba-Dimbulah  4 weeks – Nogoa Mackenzie
	For shutdowns planned to exceed 3 days	All except Eton and Proserpine	2 weeks	3 weeks – Bowen Broken Rivers  4 weeks – Mareeba-Dimbulah
	For shutdowns planned to exceed 5 days	Eton and Proserpine	3 weeks	Nil
	For shutdowns planned to be less than 4 days	Mareeba-Dimbulah	5 days	Nil
	For shutdowns planned to be less than 3 days	All except Mareeba-Dimbulah	5 days	2 days – Eton 7 days – Proserpine
Unplanned shutdowns – duration	Unplanned shutdowns will be fixed so that at least partial supply can be resumed	Barker Barambah, Bowen Broken Rivers, Boyne River and Tarong, Bundaberg, Lower Fitzroy, Lower, Mary River and Upper Burnett	48 hours	72 hours – Bundaberg 7 days – Bowen Broken Rivers
	During Peak Demand Period	Burdekin Haughton, Callide Valley, Chinchilla Weir, Cunnamulla, Dawson Valley, Eton, Macintyre Brook, Maranoa River, Mareeba-Dimbulah, Nogoa Mackenzie, St George and Upper Condamine	48 hours	72 hours – Mareeba-Dimbulah 4 days – Upper Condamine
	Outside Peak Demand Period	As per During Peak Demand Period	5 working days	7 working days – Upper Condamine
Unplanned shutdowns – notification	Affected customers will be notified of the likely duration of the interruption to supply	All	Within 24 hours of SunWater learning of the event or by the end of the first business day following the event, whichever is the earlier	Nil
Maximum number of interruptions	Planned or unplanned interruptions per water year	All	10	10 working days – Bundaberg, Burdekin Haughton, Eton and Mareeba-Dimbulah
Meter repairs	Faults causing restrictions to supply will be repaired	All	Within 1 working day	2 working days – Bowen Broken Rivers, Burdekin Haughton and Proserpine 10 working days – Bundaberg, Burdekin Haughton, Eton and Mareeba-Dimbulah
Complaints and enquiries	Initial response (Acknowledge)	All	5 working days	Nil
	Resolve or provide written response	All	21 days	Nil